Follow-Up & Relationships
Overview
Repeat customers are worth 5–10x a one-time job. The Follow-Up & Relationships system is built entirely around that reality. It automates the touches that keep your business top-of-mind without requiring your staff to maintain a manual follow-up list that inevitably gets ignored.
Every customer in the CRM gets a Relationship Score — a live metric that factors in recency, frequency, spend, and engagement. That score drives automatic actions: customers who go quiet get a win-back sequence, loyal customers get a VIP check-in, and everyone gets remembered on their birthday.
Features
- Post-Job Follow-Up Sequences — Automated cadence after job completion: review request, satisfaction check-in, maintenance upsell
- Win-Back Campaigns — Identifies customers inactive for a configurable period and launches a re-engagement sequence
- Birthday & Anniversary Messages — Personalized SMS or email on customer birthdays and service anniversaries
- Relationship Score — Composite score (0–100) per customer based on recency, frequency, spend, NPS response, and message engagement
- VIP Flagging — Auto-flag high-score customers for priority treatment; visible on customer record and in dispatch
- Segment-Based Campaigns — Target by relationship score range, service type, geography, or inactivity duration
- Opt-Out Compliance — All sequences respect SMS/email opt-outs and honor quiet hours
Relationship Score Factors
| Factor | Weight |
|---|---|
| Days since last job | 35% |
| Total lifetime spend | 25% |
| Job frequency (trailing 12 months) | 20% |
| Review/NPS response | 10% |
| Message open/click rate | 10% |
CRUD Reference
| Object | Create | Read | Update | Delete |
|---|---|---|---|---|
| Follow-Up Sequence | ✅ | ✅ | ✅ | ✅ |
| Win-Back Campaign | ✅ | ✅ | ✅ | ✅ |
| Relationship Score | — | ✅ | — | — |
| Birthday/Anniversary Record | — | ✅ | ✅ | — |
| Customer Segment | ✅ | ✅ | ✅ | ✅ |
| Campaign Enrollment | ✅ | ✅ | — | ✅ (unenroll) |
Notes
Relationship Scores update daily via a background process — they are not real-time. Win-back campaigns require a minimum inactivity period of 30 days to prevent triggering on short gaps between scheduled visits. Customers who have explicitly opted out of marketing communications are excluded from all follow-up sequences but still receive transactional messages (appointment reminders, invoice notices). Birthday data is sourced from the contact record — prompt customers to provide it during onboarding.